A customer places an online order with Fulton's Filaments Supply and purchases a six pack of high end LED light bulbs. The order is shipped directly to the customer's shipping address and includes a packing slip. The packing slip lists the items purchased, the customer's shipping address, the customer's billing address, and the order number. However, the customer realizes after opening the package that the light bulbs do not work. The customer places a call to the Customer Service Department to register a complaint about the defective light bulbs and request a refund in the amount originally paid for the damaged light bulbs. The Customer Service Representative transfers the customer to the refund department.
(Begin "Manage Customer Complaints" Process) Once connected to the Refund Department, the Refund Department representative requests the customer's order number for which the customer would like a refund. The customer provides the order number to the representative. Note: If the customer doesn't know the order number, the representative asks for the customer's name or account number. The customer provides the name or account number and the representative enters this information into the system. The system retrieves and displays the customer's account information with a list of all orders on the account. The representative then chooses the correct order from the list and the system retrieves and displays the correct order on the representative's screen.
If the customer does know the order number, the representative enters it into the system which retrieves the order and displays it on the representative's computer screen. The representative initiates a refund request in the system which generates a refund request record in the orders table. The representative asks the customer the details about the complaint. The customer provides the details and the representative enters them into the refund request record. The system adds the complaint to a list it compiles for a report used by the Quality Control Manager. The system then routes the report to the Quality Control Manager.
Next, the representative authorizes a refund and enters the authorization into the system. The system then completes the refund request and issues a reference number which displays on the computer screen. The employee informs the customer of the reference number and that they will need to ship the LED light bulbs back at their own cost after writing the reference number on the front of the package. The employee explains that after inspection of the returned items the reimbursement will take between 5-7 business days to be credited to the customer’s credit card account. The employee thanks the customer for their call and hangs up the phone.
Process Classification Framework under Process 5.0 Manage Customer Service (10006)
5.2.3 Manage customer complaints (10389)
5.2.3.1 Receive customer complaints (10397)
5.2.3.2 Route customer complaints (10398)
5.2.3.3 Resolve customer complaints (10399)
5.2.3.4 Respond to customer complaints (10400)
Fulton's Filaments Supply, Inc.
(Background information)
A customer places an online order with Fulton's Filaments Supply and purchases a six pack of high end LED light bulbs. The order is shipped directly to the customer's shipping address and includes a packing slip. The packing slip lists the items purchased, the customer's shipping address, the customer's billing address, and the order number. However, the customer realizes after opening the package that the light bulbs do not work. The customer places a call to the Customer Service Department to register a complaint about the defective light bulbs and request a refund in the amount originally paid for the damaged light bulbs. The Customer Service Representative transfers the customer to the refund department.
(Begin "Manage Customer Complaints" Process)
Once connected to the Refund Department, the Refund Department representative requests the customer's order number for which the customer would like a refund. The customer provides the order number to the representative. Note: If the customer doesn't know the order number, the representative asks for the customer's name or account number. The customer provides the name or account number and the representative enters this information into the system. The system retrieves and displays the customer's account information with a list of all orders on the account. The representative then chooses the correct order from the list and the system retrieves and displays the correct order on the representative's screen.
If the customer does know the order number, the representative enters it into the system which retrieves the order and displays it on the representative's computer screen. The representative initiates a refund request in the system which generates a refund request record in the orders table. The representative asks the customer the details about the complaint. The customer provides the details and the representative enters them into the refund request record. The system adds the complaint to a list it compiles for a report used by the Quality Control Manager. The system then routes the report to the Quality Control Manager.
Next, the representative authorizes a refund and enters the authorization into the system. The system then completes the refund request and issues a reference number which displays on the computer screen. The employee informs the customer of the reference number and that they will need to ship the LED light bulbs back at their own cost after writing the reference number on the front of the package. The employee explains that after inspection of the returned items the reimbursement will take between 5-7 business days to be credited to the customer’s credit card account. The employee thanks the customer for their call and hangs up the phone.
E&A Table
Context Diagram
Level 0 DFD
Flow Chart